Tzuhan Hsu

• Primary focus: L2/L3 technical support for 30+ enterprise customers across APAC/EMEA/Oceania as sole APAC support

• Troubleshoot complex CI/CD issues: mobile builds, API integrations, Xcode/Gradle/Fastlane, and code signing problems

• Analyze customer CI/CD workflows, provide optimization recommendations, and guide adoption of advanced features including pipelines, remote build cache, and release management, resulting in 30-60% build time improvements and increased engineer satisfaction

• Proactively monitor customer system usage, identify performance anomalies (build time spikes, success rate drops), and guide customers to implement streamlined monitoring systems using Bitrise Insights for automated alerting

• Conduct monthly sync meetings with enterprise customers to address ongoing issues and provide technical guidance, supporting 10+ major Japanese enterprises (7&i Holdings, Recruit, PayPay, DeNA) in native language

• Achieved 98.8% resolution rate for L2 technical issues without L3 escalation across iOS/Android

• Provided technical onboarding for 10+ Japanese enterprise customers, contributing to 10% revenue growth through successful platform adoption

• Developed internal knowledge base and troubleshooting runbooks

• Assist worldwide partner companies to integrate Appier's multi-platform SDK into their product and troubleshoot technical issues.

• Provide solutions to boost conversion rate and create better user experience with Appier SDK based on my domain knowledge of mobile(android, iOS) and web development and UIUX design.

• Share knowledge of app development across the team and continuously develop and enhance personal and team capabilities.

• Developed and maintained a stock trading app service of our parent company, OneTapBUY Co., Ltd., with a total of 130k users and an average 40k DAU.

• Led an offshore team of 6 developers/QAs in Chengdu, China to delivered 2 new apps and new functionalities of the broker platform, resulting in a 96% increase in user registration and a 40% increase in profit within 10 months.

• By analyzing the company's profit model which heavily relys on stock trading transaction fee (about 72%), introduced and implemented a monthly subscription business model.

• Refined UI/UX and resolved 10 most occurred bugs of our Android apps, increasing the bug free rate from 97% to 99.2% and reduced 10% of the customer inquiries.

• Designed website UI prototypes, translated documents and instructions between Japanese and Chinese, performed code review and unit tests.

• Developed and maintained a 7-year-old mobile web game on Gree platform, with an 100k DAU.

• Created new game features in a 30-people team.

• Created python automation scripts, saved up to 80% preparation time for monthly regular game events updates.